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8 часов назад

Senior Technical Support Engineer (Integrations)

Формат работы
hybrid
Тип работы
fulltime
Грейд
senior
Английский
b2
Страна
Australia
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

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TL;DR

Senior Technical Support Engineer (Integrations) (Fintech): Unblocking customers facing technical obstacles across an Accounting Transformation Platform with an accent on L3 case resolution and API troubleshooting. Focus on diagnosing root causes of complex integration issues and mentoring junior engineers to ensure platform reliability.

Location: Hybrid (Sydney). Visa sponsorship is not available at this time.

Company

Accounting Transformation Platform providing business-critical solutions for Accounting, Audit, Compliance, and Finance teams.

What you will do

  • Own and resolve complex L1, L2, and L3 support cases primarily via email and screen share.
  • Troubleshoot error messages and unexpected behaviors to identify root causes and deliver technical resolutions.
  • Perform backend configuration work, including data transformations, uploads, and migrations.
  • Lead L3 case resolution end-to-end, coordinating with Engineering from triage through remediation.
  • Utilize technical tools such as Postman, session replay, log analysis, and developer tools for debugging.
  • Mentor fellow TSEs through shadowing sessions, ticket reviews, and live collaboration.

Requirements

  • 7–10 years of experience in Technical Support, IT, or a related technical field.
  • Strong technical aptitude and critical thinking for diagnosing complex product issues.
  • Excellent written and verbal communication skills for technical and non-technical audiences.
  • Experience with ticketing systems such as Zendesk, Salesforce, or JIRA.
  • Must be based in Sydney or have valid work authorization (no visa sponsorship available).
  • Comfort using AI-assisted tools in daily support workflows.

Nice to have

  • Experience in a B2B Fintech SaaS environment or with ERP and accounting tools.
  • Knowledge of authentication protocols (OAuth, SAML, SSO) and REST APIs.
  • Familiarity with regex, JSON, or basic scripting for log analysis.
  • Experience with AI-powered support tools and automation strategies.
  • Multi-language support experience (e.g., bilingual English-Mandarin or English-German).

Culture & Benefits

  • Hybrid work environment based in Sydney.
  • Collaborative culture emphasizing authenticity, integrity, and customer obsession.
  • Opportunity to work for a recognized "Best Place to Work".
  • Focus on empowerment and professional growth.

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